Takealot HORRIBLE service. NEVER AGAIN!

Good day,

I orderd a watch ( JET SET)on the 15th of Desember 2023 for the price of R999.00. I have collected the watch from Takealot Malmesbury depot the 17th of Desember 2023. Kindly take note: when i recieved the wacth it was not working. I went and bought a new battery before wearing it. On the first day of wearing the watch the strap broke and fell off my wrist. As it was the festive season and i was away. I only came back from holiday the 8th of January 2024 and immediately logged the return. The watch was dropped off at takealot depot Malmesbury on the 10th of January 2024. On the 15th of January 2024 if have send an mail to takealot as i did not recieve any return notification. This is what i have recieved:

Cermony.P (takealot.com) Jan 15, 2024, 15:55 GMT+2 Thank you for your patience while we evaluated your return request. Unfortunately, your return has been declined due to specific criteria not being met in line with our Returns Policy. There is visible user damage to your item which voids the warranty We will arrange for this item to be returned to you

I have not worn the watch at all as it broke the on the first day. My photos can prove it. Photos can be provided.